Category: Call Center Tips

Posted by: Greg Alcorn, July 2, 2012

Be A Coach, not a Supervisor.

We certainly did not know exactly what to expect with the CMRxchange webinar. Holly Czuba, George Simons and I accepted the offer to present a live session on coaching, communication and collaboration to an online audience of contact center professionals. George had the idea of taking each topic and asking a lead-in question to promote

Posted by: Bucky Cline, June 29, 2012

CRMXchange Webinar; Coaching with Style goes well!

Presenting at a conference takes a lot of work and planning. Not to mention the travel time. Fortunately, last week, President and CEO Greg Alcorn got to do it all from the comfort of his office. CRMXchange hosted a virtual contact center conference this week. Greg hosted a session titled “Coaching, Communicating and Collaborating Your Way

contact center consultants
Posted by: Bucky Cline, June 28, 2012

Learning Something New Everyday

As a kid, we had a dinner time ritual where my dad asked us what we learned in school that day.  At the time I found answering that question the hardest part of my day….and the most irritating.  [I could have taught a class in eye rolling.]  As a kid it was hard for me

contact center outsourcing

Long held sales advice was, “Know the FEATURES, but sell the BENEFIT.” The thought was while good selling skills require strong product knowledge of features, what people buy is the benefit the product or service brings to them. That is a good start, but don’t forget the ADVANTAGE provided by the benefit. The advantage is

contact center soft skills training

Say This, Not That Changing Language in Your Contact Center Can Make You More Professional and Accurate How do you feel when someone says the phrase “telemarketing?” Personally, myself and many of my co-workers cringe a little inside. Why? Because it sounds negative. In fact, the word “telemarketing” gives little insight into what it is

call center agents

One might think that the world of sports has little to nothing in common with the contact center industry but that is not true. First foremost like coaches, managers have an active role in the success of their team. By using language that promotes learning, issue management and success, managers help boost morale and encourage

Oftentimes we’re told to avoid clichés: in speeches, in letters and especially when speaking to clients/customers. But why? Here are some things you might not have known about clichés: They are not always easily understood. Oftentimes the reasons we become annoyed with the use of clichés is because it makes the conversation confusing; therefore, we

We all know that listening is a important skill.  Both personally and professionally, being a good listener can make or break your success. Here are 4 tips, originally described by Dr. Jerry Bell (http://www.bellleadership.com/) to amp up your listening skills and become an active listener. Commit! It’s a Lifestyle To Listen or Not to Listen